Lead, Customer Care at Alister Greene Limited

Alister Greene is a professional consulting firm with expertise in providing People-Process Management solutions to Large, Small and Medium Scale Enterprises. Our People-Process solutions cover the very needs of start-ups and growing organizations. We work with organizations to overcome their organization specific people and process challenges; designing and implementing the most effective and efficient interventions for smooth transitioning from
entrepreneurship to a professionally managed firm.

We are recruiting to fill the position below:

Job Title: Lead, Customer Care

Location: Abuja
Employment Type: Full-time

Duties & Responsibilities

• Supervise a team of customer care officers to ensure excellent customer service is provided to digital banking clients.
• Provide support and guidance to team members in resolving complex issues and handling customer complaints.
• Develop and implement customer care policies, procedures, and standards to improve customer satisfaction and retention.
• Monitor customer feedback and analyze data to identify trends, issues, and opportunities for improvement.
• Collaborate with other departments, such as IT, marketing, or sales, to ensure seamless customer experience across all channels and touchpoints.
• Lead training and development programs for customer care officers to enhance their skills and knowledge.
• Manage customer care budgets, resources, and staffing levels to ensure operational efficiency and effectiveness.
• Provide regular reports and updates to senior management on customer care performance, metrics, and initiatives.

Qualifications & Experience

• Minimum academic qualification of B.Sc or HND in English Language, Mass Communication or any other related field.
• A minimum of 4 years of experience as a Lead, Customer Care in a Fintech organization, general operations or project management role.
• Ability to manage a team and ensure that subordinates provide customers with appropriate information and services
• Ability to initiate steps to resolve issues/problems affecting customer service timeously.
• Comfortable in a fast-paced, demanding and analytical fintech environment.
• Proven track record in sales, customer acquisition/retention, with a demonstrated ability to increase network expansion/volumes.
• Creative communicator with an ability to work across multiple communications channels with experience of influencing others to drive results.
• Advanced skills in MS office tools (e.g. Excel, Word ad Powerpoint).
• Good knowledge of the CRM Software.

Salary
N200,000 - N300,000 monthly

Application Closing Date
31st May, 2023.